When a Royal Suite Class guest reservation is confirmed, they are introduced to the Royal Genie service prior to boarding. The Royal Genie is a highly experienced specialist dedicated to ensuring guests ultimate cruise experience. With Loop, guests can communicate directly with their dedicated Royal Genie using their personal mobile device. Before departure, they can request special arrangements, reservations and amenities to enhance their cruise vacation. They can even inform their Royal Genie when they are arriving to the port so they can be greeted and whisked through an expedited registration process to start their holiday.
The unique guest experience continues once the ship sets sail. Star Class guests can use Loop to send instant messages and communicate directly with their Royal Genie throughout their voyage to ask questions, make dinner reservations, or inquire about things to see and do while in port. Whether on the ship or on land, guests can use their personal mobile device to ask their Royal Genie to make wishes come true, and Royal Caribbean is eager to make them a reality.
"The Royal Genie service is designed to make the guest's voyage the most memorable experience possible," commented Claudia King-McWilliams, Director of Guest Services, Housekeeping and Private Destinations at Royal Caribbean International. "With Loop, we are taking the experience to a whole new level. No matter where they are on the journey, Star Class Guests are never further away than a few simple clicks away from their Royal Genie.
While the technology behind Loop helps make the connection between the guest and the Royal Genie easier, it is the service model of the program that is making waves across the industry. The Royal Genie doesn't just tend to the guest's suite; they make the entire ship the guest's suite, crafting personalized VIP experiences tailored to their exact tastes. From planning the perfect date night to having their favorite wine waiting after a day of adventures ashore, Royal Caribbean's Royal Genie makes sure that guests have everything they want while on holiday.
"This is a great example of how Loop helps leverage technology to create that ever important emotional connection between the guest and the brand," commented Andrea Baptiste, CEO at Benbria. "It is growing increasingly challenging to establish personal connections with guests who want to have access to things quickly and anonymously using their mobile device. Royal Caribbean's innovative Royal Genie program is an exciting way to engage and delight passengers, and Benbria is excited to be a part of it. Our Loop solution is helping them use technology not just as a tool for information, but also a gateway to surprise and grant wishes for their guests."
Loop made its maiden voyage on Royal Caribbean's Ovation of the Seas in April of this year. Since then, the technology has been expanded to include Star Class Suites on Allure of the Seas, Anthem of the Seas, Oasis of the Seas, and the newly launched Harmony of the Seas — the world's largest cruise ship.
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Loop®, by Benbria Corporation, is a mobile messaging and engagement solution that helps brands to enhance the customer experience. Leveraging the customer"s preferred choice of communications — texting, web chat, native app, email and kiosk — Loop® allows customers to communicate directly with a brand to make requests, resolve issues and share their experience before, during and after their visit. Closing the loop through on-the-spot staff action helps brands to improve customer satisfaction, save at-risk customers, increase revenue and drive long-term loyalty. For more information, visit www.benbria.com.